AccountId: 011433970860
ContactId: c20121c5-0c33-4400-ad53-caa4ced7a849
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138320 ms
Total Talk Time (AGENT): 64429 ms
Total Talk Time (CUSTOMER): 49741 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/c20121c5-0c33-4400-ad53-caa4ced7a849_20250618T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to verify um eligibility for patient and to see if there's a copay.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Um, do you want my name or you want the patient's name?
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] Mine is [PII].
[CUSTOMER][NEUTRAL] Last name starts with an [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] And the policy number is 02621960.
[AGENT][POSITIVE] Thank you, and [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, it is area code [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] Let me get this pulled up. This is a hospital indemnity plan. It is a limited benefit plan. There are no co-pays, only benefit amounts. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, he is actually doing a surgical follow up in a clinic.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So physician's office visit allows 150 per day, max per day, 4 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You are so welcome, [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye.